BT Fiber order

Hi,
so openreach is now showing as FTTP available at my postcode! but the BT site hasn't been updated yet to show i can order it? How long does this take?
Ive checked on the Zen ISP website and i can order 300mb with them, but want the BT 900.

BT retail website hiding availability due to no installs happening unless you are a keyworker and these need placing over the phone.

So its phone up and join a queue for when installs start - expected date for starting again is 1st June.

NOTE: Even if they start on 1st June there may be delays depending on staffing levels and extra time due to social distancing to keep you and Openreach staff safe.

Just sit tight, there’s no installs being done until at least June anyway, even then, there’s a fair backlog to get through I expect.

Okay thanks. Will find a number to ring and get in a queue then, yeah thought it was all on stop until next month.

The phoning and queuing thing is for key workers ... mere mortals will just have to wait until the online order system opens again.

What does the BT Broadband checker show for your address?

https://www.broadbandchecker.btwholesale.com/#/ADSL/...

It could be that OpenReach have enabled FTTP for you but BT Wholesale haven't yet.
That would allow you to order from Zen and a bunch of other ISP's but prevents you ordering from ISP's who only use BT Wholesale.

It shows up on that tracker fine. KCI2 Assure upto 1000.

Rang BT and like said above they aren’t accepting any orders due to the lockdown as this would be a 2step install and inside access needed.

So will check back next month.

Ordered fiber 900 yesterday after BT started showing it as available to order.
Had to ring up to order though.
Today openreach have done the external fibre pull to my house, and coming back June 2nd hopefully to do the internal install.

That was quick!

Did you have any issues with getting 900? BT wholesale ADSL checker says I can get 1000 WBC FTTP but when I phone BT they say max is 250 package.

Ideally want 500 but they say it's not available to me

Same issue I had, couldn’t see 900 or 500 packages when ordering logged in to account, when doing check on BT.com site without logging in it showed available to order.
First person I spoke to said the same it wasn’t available to order, I rang back and the guy said no issues and processed the order.

Interesting, thanks. I'll keep trying then. Do you know what department you spoke to?

Also, did they force you to take halo? When I have tried previously they only ever offer me packages with halo which I don't want! I'm coming from Fibre 2 halo.

In reply to a post by bomber456:

Ordered fiber 900 yesterday after BT started showing it as available to order.
Had to ring up to order though.

Yeah I have always phoned BT when ordering with them, I did so when we moved over to them and every time when I renew the sub/contract.
When going the online route its either yes or no at that price, where as over the phone you can always ask them what's the best deal that they can offer you at that point.

In reply to a post by bomber456:

Today openreach have done the external fibre pull to my house, and coming back June 2nd hopefully to do the internal install.

I said in another post that there is nothing stopping BT doing all the external work now, and then come back when its safe to do so to do the actual internal work.

I am glad its all progressing not long now

Paul

In reply to a post by jparnell82:

Interesting, thanks. I'll keep trying then. Do you know what department you spoke to?

I always phone 0800 587 4787 follow the automated system (if you get one) that will put you through to the required team, if that sales person cannot do anything just kindly ask to be put through to their Sales Support Team (I think they were called that) they have slightly more access to the system and might be able to resolve any of the issue if you have any.

In reply to a post by jparnell82:

Also, did they force you to take halo? When I have tried previously they only ever offer me packages with halo which I don't want! I'm coming from Fibre 2 halo.

BT Halo 1 is free and is just extra support and features, unless you opt into the paid version.
Please note you do not have to upgrade to the paid halo version you can stay with BT Halo 1 which is free, you don't have to use any of the extras that is included with it.

Paul

In reply to a post by jparnell82:

Interesting, thanks. I'll keep trying then. Do you know what department you spoke to?

Also, did they force you to take halo? When I have tried previously they only ever offer me packages with halo which I don't want! I'm coming from Fibre 2 halo.

I had/have the same issue, I currently have their fibre 1 product but when I type my phone number in it says I can have fibre 900 but once I check out it only offers me fibre 250 with Halo 1 which is more expensive than fibre 900. It says because I am an existing customer the package I have chosen is not available to me!!!

I’ve spoken to a couple of different people now with the last one saying that he can sort it for me. He spoke to sales support and apparently I have a “data integrity issue” with my account. It’s going to take 5 days to rectify. So the guy I spoke to is going to ring my Sunday to process my order.

I rang the number Paul quote to get these far. Good luck, let us know how you get on.

Thanks

Wakey

That "data integrity issue" sounds familiar and the time allocated for it also matches the issues we had progressing the order.

It will be going off to one of their offline team like ours did.

BT's Personalised Deal page has never worked for us, and at one point use to display an error message, this lasted 3+ years until BT fixed the error message, but never resolved the issue as a whole and it still doesn't display personalised deals and just says phone up.

Hopefully its resolved and your order gets processed.

Paul

Did someone contact you when the offline team fixed the data integrity issue? BT have said they've sent the request off to the team but I have no way of tracking progress so would be good to know when it's complete so I can place the order.

Well I was told that the issue was handed off to their offline team to resolve the issue and that they was told to wait 5 days and that I would receive a phone call then to say that they are starting the new order process.

I never received any phone call, but I did notice the new order showing up 2 days before that 5th day and it went live the early hours on that 5th day.

Them resolving the issue wont show up, but if they create the new order then you will see it pop up in the Open Orders section.

But if you hear nothing by the afternoon on the 5th day I would phone them up again for an update.

Paul

In reply to a post by PaulKirby:

That "data integrity issue" sounds familiar and the time allocated for it also matches the issues we had progressing the order.

It will be going off to one of their offline team like ours did.

BT's Personalised Deal page has never worked for us, and at one point use to display an error message, this lasted 3+ years until BT fixed the error message, but never resolved the issue as a whole and it still doesn't display personalised deals and just says phone up.

Hopefully its resolved and your order gets processed.

Paul

The personalised deal page doesn't work for us either. However its good that you had a similar response and it was resolved. I've been promised a callback on Sunday so hopefully I will be able to order then

woohoo.

My account issue has been resolved (i can see an order happened in the background at lunchtime today to correct my package).

BT have just phoned me and my order for full fibre has now gone through. They have said that they have to activate me on Full Fibre 100 and then once it's live, 24hrs later can switch me to Full Fibre 500 for the 49.99 listed on their main BT site.

Activation is 4th June

In reply to a post by wakey:

The personalised deal page doesn't work for us either. However its good that you had a similar response and it was resolved. I've been promised a callback on Sunday so hopefully I will be able to order then

Yeah, every broadband update we do results in an Exception being flagged on our line and we have to go through all this hassle to do upgrades.

I would say don't be surprised if you don't get a phone call and that it just goes live (assuming an order was already placed and had issues), but like I have said, I would wait to mid day on Sunday (i.e. the day that the said they would phone on) and then enquire for an update on the issue.

But hopefully on Sunday you will have the issue resolved and a new order processed and activated.

Paul

Nice

Is it a new install or do you already have the hardware (i.e. ONT etc) installed?
Going by the activation date I assume this is a complete new install of FTTP.

So I assume they will do all the external work before then and then on that date (4th June) they will do the internal part of the install (assuming they are allowed to do so) and if all goes well should be live then

Paul

Yep this is a brand new install coming from FTTC. They estimate they'll be installing the fibre next Tuesday.

In reply to a post by jparnell82:

woohoo.

My account issue has been resolved (i can see an order happened in the background at lunchtime today to correct my package).

BT have just phoned me and my order for full fibre has now gone through. They have said that they have to activate me on Full Fibre 100 and then once it's live, 24hrs later can switch me to Full Fibre 500 for the 49.99 listed on their main BT site.

Activation is 4th June

Excellent - Hopefuly i will be getting the same phone call on Sunday

In reply to a post by PaulKirby:

In reply to a post by wakey:

The personalised deal page doesn't work for us either. However its good that you had a similar response and it was resolved. I've been promised a callback on Sunday so hopefully I will be able to order then

Yeah, every broadband update we do results in an Exception being flagged on our line and we have to go through all this hassle to do upgrades.

I would say don't be surprised if you don't get a phone call and that it just goes live (assuming an order was already placed and had issues), but like I have said, I would wait to mid day on Sunday (i.e. the day that the said they would phone on) and then enquire for an update on the issue.

But hopefully on Sunday you will have the issue resolved and a new order processed and activated.

Paul

Thanks Paul - Yes will be ringing Sunday afternoon if I don't here anything back from them

Surprisingly openreach came earlier and attempted the fibre install....

Unfortunately the duct is blocked just outside our front door so they need to send another team to dig and clear it they said it will between now and the 4th June when they'll install the ONT.

In reply to a post by wakey:

Thanks Paul - Yes will be ringing Sunday afternoon if I don't here anything back from them

What was the outcome ?

Paul

In reply to a post by PaulKirby:

In reply to a post by wakey:

Thanks Paul - Yes will be ringing Sunday afternoon if I don't here anything back from them

What was the outcome ?

Paul

As you might have guessed, no phone call. I rang spoke to Chris from Dundee and he said he could see the notes and would look into for me. After about 15 mins he said he had a couple of more teams to talk to but as my dinner was almost ready I asked for him to ring me back. Guess what no phone call. I mean about to try again....

In reply to a post by wakey:

After about 15 mins he said he had a couple of more teams to talk to but as my dinner was almost ready I asked for him to ring me back. Guess what no phone call.

Hmm, when they were speaking to other departments and to save me sitting on hold they told me that they would phone back which they did for me.

Maybe they forgot, they do get a lot of calls.

I think you just need to keep on at them, but I think it will get done.

Paul

In reply to a post by PaulKirby:

In reply to a post by wakey:

After about 15 mins he said he had a couple of more teams to talk to but as my dinner was almost ready I asked for him to ring me back. Guess what no phone call.

Hmm, when they were speaking to other departments and to save me sitting on hold they told me that they would phone back which they did for me.

Maybe they forgot, they do get a lot of calls.

I think you just need to keep on at them, but I think it will get done.

Paul

Very true. Spoke to a nice lady from Newcastle and finally managed to place my order. She even got me a £2 discount without even asking. Activation date is the 23rd June.

Shows perseverance works out in the end 😀

In reply to a post by wakey:

Very true. Spoke to a nice lady from Newcastle and finally managed to place my order. She even got me a £2 discount without even asking. Activation date is the 23rd June.

Shows perseverance works out in the end 😀

That is good news

Paul

Disappointing news here unfortunately.
My install date has been pushed back to the end of August. I phoned BT who in turn quiried it with openreach. They need to send a surveyor to determine what needs to be done. Seemed fairly clear cut on Friday when the engineer found a blocked duct near my front door.

Yeah I had a feeling this might be the case due to I have read other posts like this to do with blockages.

Paul

Just had another surprising update...

A gang of four Openreach vans just turned up after being told the other day a survey would be required. They were planning to dig and fix the duct. When they rodded it to identify where the blockage is, it went straight through and they've pulled the rope through for the fibre team to connect up soon

In reply to a post by jparnell82:

Just had another surprising update...

A gang of four Openreach vans just turned up after being told the other day a survey would be required. They were planning to dig and fix the duct. When they rodded it to identify where the blockage is, it went straight through and they've pulled the rope through for the fibre team to connect up soon

That is very great news, not long now

Did they give you a new date for the install ?


Paul

Edited by PaulKirby (Thu 28-May-20 14:23:09)

More progress today... Two chaps have just been and pulled the fibre through and connected it in the chamber in the street. I have a coil outside now. Assume they'll fit CSP and ONT on next visit?
I'll phone BT on Monday to get new internal install date as order so says September at the moment

The CSP is fitted when they do the external work (first stage), the second stage the engineer connects the fibre cable to one of the four fibres coiled up in the CSP, then through the wall to the ONT.

I have never seen an engineer fit the CSP on the second stage, but they keep changing stuff so maybe they do now.

But yeah I would phone and explain what work has been done, also say you don't have the CSP (Consumer Splice Point) fitted as yet, I would hate for the engineer to arrive to do the internal work and delay it due to no CSP fitted.

But its looking good so far, so not long now.

Paul

Hmm odd. when they came today I was expecting a CSP to be fitted on the outside but when I looked after they had gone they've just left a coil of black twin cable poking out of the duct. Can anyone comment on this and if a CSP is expected?

I phoned BT earlier and they can see the external work has been marked as compete and said openreach are due to phone me Monday to arrange the appointment for the internal work.

How long is the coiled up black cable, can you take a photo of it and post a link to it?

It might be a cable that goes into the home and right into the ONT, but I thought they stopped that and went back to the old way with the cable from the DP->Manifold->CSP->ONT.

Ours wasn't a Twin Cable, ours was just a black tubing where they then blew the fibre down, then they connected one end to our allocated fibre in the DP and then coiled that up in the CSP, where the next day the second engineer just joint a cable to one of the fibres in the CSP and then connected it to the ONT.

I remember at the time the engineer taking a photo of the Speedtest result, maybe BT were making sure all went well with the install LOL

Paul

Edited by PaulKirby (Sat 30-May-20 19:37:08)

It's probably a couple of meters worth: https://ibb.co/cFdnq0N
The guys seemed to know what they were doing, just intrigued what's going on 😁

Hmm, that cable might just go into the home, but don't quote me on that.

Paul

That’s exactly what they’ve done with my install,
They are coming back Tuesday to do it inside.
I’m hoping they are going to fit a CSP, as the length of excess won’t be enough.

https://ibb.co/0X2Sh79

Edited by deleted (Sat 30-May-20 22:56:59)

Let us know how it goes
Also looks like a different type of cable to mine. Interesting there are variations in how they do things and the equipment they use

Openreach just been and installed the ONT.

Its working however the speed is no where near the 900mbps, more like150. any suggestions on this?
Using a USG pro 4. Tried with smart hub provided too but same.

https://ibb.co/DRBWPkq
https://ibb.co/nD13wTz
https://ibb.co/NjWwnvS
https://ibb.co/Wgt75n2
https://ibb.co/Xzxgc0D

Edited by deleted (Tue 02-Jun-20 10:33:48)

Okay trying some downloads and pulling around 560-600mbps now. (70-75MB/s).

In reply to a post by bomber456:

Openreach just been and installed the ONT.

W00t!

In reply to a post by bomber456:

Its working however the speed is no where near the 900mbps, more like150. any suggestions on this?
Using a USG pro 4. Tried with smart hub provided too but same.

Often the PC itself is the bottleneck - especially browser-based tests which are heavy on Javascript and/or Flash.

Good news. How did they connect it to? Do you have a CSP on the external wall?

I phoned BT earlier to try and get my appointment brought forward. It's currently been pushed back to September due to then expecting it to take a while to clear ducts etc. Now that's been resolved they should be able to do it sooner but BT are telling me it can't now be changed by them and I just need to wait to see if openreach review before September and bring it forward for me which is annoying.

Yeah external CSP, removed the existing one for the copper line and put them both inside.
Cable run from ONT to the CSP, nice job and cable is hardly visible.
Photos in the above post.

Hadn't spotted the photos. Looks good!

I see they've blown your brick, you'd think they'd put a cover over that rather than just whacking a load of sealant in.

Yeah did notice that, I’ve ordered a cover for it anyway.

In reply to a post by bomber456:

https://ibb.co/Xzxgc0D

Is that a new type CSP that includes both a fibre splicing point and a copper joint? If so could you do me a big favor and measure its height, width and depth please.

They pulled the fibre cable through from the pavement chamber within 24hours of the order. Around a 2m loop, same as posted a few pages back - no outside box

Shame I need to wait until the 30th for the internal install.

In reply to a post by dect:

In reply to a post by bomber456:

https://ibb.co/Xzxgc0D

Is that a new type CSP that includes both a fibre splicing point and a copper joint? If so could you do me a big favor and measure its height, width and depth please.

For those wanting to know the dimensions of the new CSP like me here is the answer kindly supplied by forum member Archetype486

In reply to a post by Archetype486:

It is 17cm x 14cm x 3cm

Being very sarcastic here.

How did manage the 24 hr wait? I'm having trouble with waiting just 7 months!!

No offence intended. I'm just fed up of waiting.

I will hopefully get more info tomorrow.

Sorry must have missed this, glad someone’s pointed the dimensions out for you.

In reply to a post by PaulKirby:

In reply to a post by wakey:

Very true. Spoke to a nice lady from Newcastle and finally managed to place my order. She even got me a £2 discount without even asking. Activation date is the 23rd June.

Shows perseverance works out in the end 😀

That is good news

Paul

Today was go live day, all good on the downstream but the upstream seems to be capped at 50Mb. I seem to remember that a couple of other people had this issue so will do some searching before ringing BT..

In reply to a post by wakey:

Today was go live day, all good on the downstream but the upstream seems to be capped at 50Mb. I seem to remember that a couple of other people had this issue so will do some searching before ringing BT..

See mine was the opposite my connection never dropped when the 900 package started, I was still getting the 300Mbits down but was getting the 110Mbit up.

So I just rebooted the router and all started working, my issue might of been that it needed to re-sync up and that the upload might be capped their end.

Paul

Apparantly there is a known issue with the SH2 which they have patched. A reboot yesterday morning resolved that issue and I now have the full 900/110. Jeez it’s quick..

In reply to a post by wakey:

Apparantly there is a known issue with the SH2 which they have patched. A reboot yesterday morning resolved that issue and I now have the full 900/110. Jeez it’s quick..

Wouldn't know about the Smarthub 2, not used mine yet, its still in its brown box.

Glad yours is now super fast

Paul

It is quite often the case that when a 500 or 1000 circuit is activated it is actually provisioned at a slower speed for a couple of days. It then goes to the CP to fully configure it, after that point you should get full speed. This is normally around 48 hours.

I'm quite sure others will say no this didn't happen to me, but that is the process. Also reading other peoples posts on here, plenty have said they don't get the full speed initially, but then it just suddenly starts working at the full rate after a few days. Rebooting equipment will make difference to this process as it is remote, but after activation just sit tight and everything should sort itself out.

In reply to a post by TheInstaller:

It is quite often the case that when a 500 or 1000 circuit is activated it is actually provisioned at a slower speed for a couple of days.

Don’t forget the 10 day training period on FTTP as well!

In reply to a post by TheInstaller:

It is quite often the case that when a 500 or 1000 circuit is activated it is actually provisioned at a slower speed for a couple of days. It then goes to the CP to fully configure it, after that point you should get full speed. This is normally around 48 hours.

I'm quite sure others will say no this didn't happen to me, but that is the process. Also reading other peoples posts on here, plenty have said they don't get the full speed initially, but then it just suddenly starts working at the full rate after a few days. Rebooting equipment will make difference to this process as it is remote, but after activation just sit tight and everything should sort itself out.

Really ??

Do you have hard proof of that ? Are you saying that low initial speeds some people report are due to CP and not Openreach ??

In reply to a post by TheInstaller:

It is quite often the case that when a 500 or 1000 circuit is activated it is actually provisioned at a slower speed for a couple of days. It then goes to the CP to fully configure it, after that point you should get full speed. This is normally around 48 hours.


I'm quite sure others will say no this didn't happen to me, but that is the process

Never seen this once, ever.

It's absolutely not the process.

There are literally dozens of posts on here of people getting over 900Mb the minute their package has gone live.

You're talking waffle.

In reply to a post by Highland76:

Don’t forget the 10 day training period on FTTP as well!

That always cracks me up when they say that LOL

Paul

In reply to a post by j0hn83:

In reply to a post by TheInstaller:

It is quite often the case that when a 500 or 1000 circuit is activated it is actually provisioned at a slower speed for a couple of days. It then goes to the CP to fully configure it, after that point you should get full speed. This is normally around 48 hours.


I'm quite sure others will say no this didn't happen to me, but that is the process

Never seen this once, ever.

It's absolutely not the process.

There are literally dozens of posts on here of people getting over 900Mb the minute their package has gone live.

You're talking waffle.

Agreed, when had got FTTP first installed with 300Mbits we got 317Mbits (down) and 30Mbits (up) as soon as the engineer sent the ONT Serial over, so I also say that's waffle.

But I did notice going from 300 to 900, when it switched over we were getting 300Mb (down) and 117Mb (up), we had no drop in connection nothing, so I instantly rebooted the router and we then ended up getting the full speed, maybe if I left it alone for a few mins it would of rebooted itself, so I must of noticed it exactly when it switched over.

But that doesn't mean that it provides at a lower speed at the start and then over a day or two bump the speed up, the change was within an several minutes of the switch over to me noticing and doing a reboot.

Paul

In reply to a post by PaulKirby:

But I did notice going from 300 to 900, when it switched over we were getting 300Mb (down) and 117Mb (up), we had no drop in connection nothing, so I instantly rebooted the router and we then ended up getting the full speed

If restarting the PPPoE session fixed the problem, that implies it was an issue with the BRAS profile. If they changed the profile, the BRAS won't pick this up until a new session starts.

In reply to a post by candlerb:

In reply to a post by PaulKirby:

But I did notice going from 300 to 900, when it switched over we were getting 300Mb (down) and 117Mb (up), we had no drop in connection nothing, so I instantly rebooted the router and we then ended up getting the full speed

If restarting the PPPoE session fixed the problem, that implies it was an issue with the BRAS profile. If they changed the profile, the BRAS won't pick this up until a new session starts.

Maybe, but it picked up the change in the upload fine, but I think if I left it go for another few mins their end would of just dropped connection and waited for our end to connect back up on the correct speeds. I just never gave it the chance.

Paul